Satisfaction improved across all three segments in J.D. Power’s 2025 U.S. Aftermarket Service Index (ASI) Study, with tire replacement seeing the greatest improvement (+19 points on a 1,000-point scale), followed by quick oil change (+17 points) and full-service maintenance and repair (+15).
Improved service completion time and greater perceived fairness of charges were key factors driving the boosts in satisfaction. The study also showed that aftermarket service providers lag when it comes to use of technology.
Compared with aftermarket providers, franchised dealerships continued to garner higher levels of customer trust for the use of technology to make service more efficient, and the gap became more pronounced during the past year.
Scores from dealership customers in this area averaged 6.16 on a 7-point scale, compared with scores from tire replacement customers at 5.98, full-service maintenance and repair customers at 5.97, and quick oil change customers at 5.92.
Similarly, aftermarket providers also trailed dealerships in customer trust when it came to performing complex vehicle repairs.
J.D. Power’s study also indicated that customers prefer text message updates but were more likely to receive phone calls.
More than half (56%) of tire replacement customers and quick oil change customers cited text messages as their preferred method of work update communication, but some said they received phone calls instead.
When customers who indicated a preference for text messaging received texts, their overall satisfaction score was 854 and satisfaction with their adviser was 861. These scores were, respectively, 34 and 31 points above the study averages in these areas.
Additionally, photo and video multi-point inspection (MPI) results were used more frequently, according to the study.
In all three segments, most customers received an MPI along with their vehicle service, but aftermarket providers were less likely to provide an accompanying picture or video. And, service providers who did provide this digital documentation had a much easier time getting customers to accept additional work recommendations.
For example, among full-service maintenance and repair customers who received an MPI with a photo or video, 41% had the recommended work done. Without a photo or video, only 17% of customers who received an MPI chose to have additional work done.
J.D. Power also noted that less common amenities had the greatest effect on satisfaction.
Across all three segments, charging stations for computers and phones and complimentary snacks and beverages were the most appreciated service facility amenities, yet they were among the least frequently offered.
Providing charging stations had the greatest effect on service facility satisfaction among quick oil change customers (+101 points), and offering complimentary snacks and beverages was the most influential on satisfaction among tire replacement customers (+103 points).
Christian Brothers Automotive ranked highest in the full-service maintenance and repair segment for a sixth consecutive year with a score of 855. Meineke Car Care Centers came in second at 843, and Goodyear Auto Service was third at 828.
Express Oil Change & Tire Engineers ranked highest in the quick oil change segment for a third consecutive year with a score of 845. Take 5 was second at 826, and Jiffy Lube came in third at 819.
Midas ranked highest in the tire replacement segment with a score of 863. Jiffy Lube came in second at 857, and Meineke ranked third at 856.
Performance in these three segments was based on the combined scores for the following seven factors in the vehicle owner service experience …
• Ease of scheduling and getting vehicle in for service.
• Service adviser performance.
• Time to complete service.
• Service adviser courtesy.
• Fairness of charges.
• Quality of work.
• Service facility.
The 2025 study was based on responses from 10,348 vehicle owners. Survey data collection was conducted online from February through April.